As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading period. For retailers and hospitality operators especially, but many other sectors too. While autumn has been mild, when we might…
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals, teams, and organisations that each bring genuine value to people, communities, and the economy through a commitment to service excellence…
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service and business performance well established. In that sense, nothing has changed. However, given the shifting and uncertain landscape around us,…
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British, focusing on what brings us together rather than what divides us. At a time when political polarisation dominates headlines, this…
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no clear consensus among businesses, consumers, and regulators on its ground rules – at least certainly not in the UK. While…
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive engagement haven’t changed in the last 20 years, the environment we are all working in certainly has. Employees today increasingly…
New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average of nine days Less than half (44%) of staff who…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Chris Wright, Managing Director at Nottingham Trams. Listen to Jo and David discuss leadership,…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Richard Fearon, Chief Executive Officer at Leeds Building Society. Listen to Jo and Richard discuss the importance of…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Shirley Fell, Chief Operating Officer at Cirencester Friendly Society. Listen to Jo and Shirley discuss insights on National…